XTN-7A18306 | HELPDESK TECHNICIAN

The purpose of this job is to provide first-level technical support to all company fueling locations and restaurants.

The main responsibilities of a HELPDESK TECHNICIAN include:

• Handle Alerts on Active Batch, Active Batch - SCO, Daily/Weekly Database Backup, Mobile Fuel, TRA Validation, Loyalty and No nexgen in last 10 minutes
• Utilize defined help desk processes and procedures to provide first-level technical support to all company fueling locations and restaurants including responding to store inquiries
• Analyze and resolve problems with hardware and software, and provide any additional assistance necessary to ensure a positive guest experience
• Monitor system alerts to ensure company sites are fueling 100% of the time, and troubleshoot and resolve any fueling issues at store level
• Assist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions in order for the company to receive payment
• Assist stores and restaurants with cash balancing and the end of day processes; provide limited support for cash recycler issues including store personnel observation to clear jams within the recycler
• Assist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessary
• Troubleshoot hardware issues within stores and if necessary, once
• replacements have been received, assist stores with the installation of new hardware
• Assist stores and restaurants with point of sale (POS) hardware and software issues to ensure a positive guest experience; assist with diagnosis and correction of issues with back office computers and printers
• Monitor email requests for service and support
• Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level
• Ensure all activities are in compliance with rules, regulations, policies, and procedures
• Take on phone queues focusing on quality over quantity.
• Complete other duties as assigned